• Manager, Customer Services

    Job Location US-TX-Lewisville
    ID
    2018-9364
    Category
    Customer Service
    Position Type
    Full-Time
  • About Blackhawk Network:

    Blackhawk Network Holdings, Inc. is a global financial technology company and a leader in connecting brands and people through branded value solutions. Blackhawk platforms and solutions enable the management of stored value products, promotions and rewards programs in retail, ecommerce, financial services and mobile wallets. Blackhawk’s Hawk Commerce division offers technology solutions to businesses and direct to consumers. The Hawk Incentives division offers enterprise, SMB and reseller partners an array of platforms and branded value products to incent and reward consumers, employees and sales channels. Headquartered in Pleasanton, Calif., Blackhawk operates in 26 countries. For more information, please visit blackhawknetwork.com, cashstar.comhawkcommerce.comhawkincentives.com or our product websites GiftCards.comgiftcardmall.comGiftCardLab.com and OmniCard.com.

    Overview:

    Manage our insourced contact centers and the partnership with our outsourced vendors. Empower and encourage customer support staff to provide out-of-the-box personalize serviced, that Connects, Resolves, and Exceeds the expectations our clients. 

    Oversight across all performance Key Performance Indicators and front-line operating procedures.

    Responsibilities:

    • Responsible for contact center program implementation and operational management (onsite and remotely).
    • Owns executing seasonal site-specific challenges by creating contact forecasting, volume allocation strategies and enhancements.
    • Analyze and coordinate related activities to meet or exceed client needs.
    • Monitor and manage operational metrics.
    • Manage documentation of client or BHN promotion/campaign processes and any other related activities for CS Operators.
    • Organize and participate in site visits.
    • Monitor client invoicing per contractual agreement (if applicable).
    • Responsible for internal and external reporting needs and data extracts.
    • Define key metrics to measure client success.

    Qualifications:

    • Bachelor’s Degree preferred or equivalent experience
    • 5+ Years Contact Center Ops / QA Management
    • 1 – 2 years prior management/employee development experience required
    • Experience in self-service SaaS services such as IVRs, WFM required.
    • Proficient in MS Outlook, Word, Excel, and PowerPoint.
    • Excellent written and verbal communication skills.
    • Excellent Organizational skills.
    • Demonstrate initiative and ability to make decisions.
    • Proven excellent presentation skills.
    • Ability to influence and mentor others.
    • Strong influencing skills cross-functionally.
    • Display high level of Business Acumen.
    • Proven Leadership Skills.
    • Ability to travel up to 5% of time

    #GLDR

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